Katherine Carvajal
Hialeah,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in costumer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Hardworking, dependable, responsible, attention to detail, honest, with a positive attitude to get the job done, with an open mind to learn new tasks.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Sunshine Windows Manufacturing, Inc.
Hialeah, FL
09.2023 - Current
- Led customer service team to improve response time and enhance customer satisfaction.
- Developed training programs for new hires, fostering a culture of continuous improvement.
- Implemented quality assurance measures to ensure consistency in service delivery.
- Analyzed customer feedback to identify trends and drive process enhancements.
- Collaborated with cross-functional teams to resolve complex customer issues efficiently.
- Mentored staff on best practices in customer communication and conflict resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Fene Vision Ultimate Software.
- supervised technicians.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Answered constant flow of emails.
- sales.
- Used data entry skills to accurately document and input statements.
- Managed invoicing and payment processing operations.
- Received and sorted mail, prepared packages for delivery and scanned documents.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative
Windows Professional Inc.
Hialeah, FL
10.2021 - 09.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Answered constant flow of emails.
- sales
- Used data entry skills to accurately document and input statements.
- Managed invoicing and payment processing operations.
- Received and sorted mail, prepared packages for delivery and scanned documents.
- Responded to customer concerns and questions on daily basis.
Customer Service Staff
Publix
Hialeah, FL
09.2019 - 10.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended to customers, thoroughly explaining details.
- Educated customers on promotions to enhance sales.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Responded to customer requests for products, services and company information.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Checked for outdated and overripe grocery items and removed from inventory.
- Maintained current knowledge of shelf planograms and end cap plans to effectively merchandise products.
- Maintained adequate product levels in check-out lines and end-cap displays by timely re-stocking of merchandise.
- Helped customers complete purchases by moving heavy items, collecting payments and bagging purchases.
- Supported promotional plans by updating signage with price changes.
- Retrieved items for customers and verified prices.
- Stayed current on available products, store promotions and customer service policies to better shoppers.
- Data entry.
- Money order, money transfer, check cashing.
- Managed over 50 customer per day.
Restaurant Supervisor
Ruta 75
Hialeah, FL
10.2013 - 10.2014
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Served needs of more than 20 customers in busy environment.
- Conducted inventory counts by adding each item in stock and documenting in System.
- Provided expertise on products, including demonstrating features, answering questions, and redirecting objections to highlight positive aspects.
- Prepared beverages and filled food orders for customers.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Used POS system to enter orders, process payments, and issue receipts.
- Helped customers manage large purchases by collecting items from shelves and storage locations.
- Checked prices for customers and processed items sold by scanning barcodes.
- Assisted customers with locating and choosing merchandise in any store department.
- Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers.
- Prepared and submitted end-of-shift reports using Software.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Operated cash register to record all transactions accurately and efficiently.
- Quickly and accurately counted drawers at start and end of each shift.
- Verified over of cash and credit payments daily.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Answered questions about store policies and concerns to support positive customer experiences.
- Rapidly identified and diplomatically addressed customer complaints to achieve high levels of satisfaction and loyalty
- Effectively scheduled and distributed work assignments in alignment with operational and customer needs
- Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies
- Organized implementation of new banners, displays, and menus
Customer Service Assistant
Porvenir S.A
Colombia, Barranquilla
10.2011 - 03.2013
- CRM System and Microsoft office.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Entered customer interaction details in Software to track requests, document problems and record solutions offered.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Answered constant flow of customer calls with up to calls in queue per minute.
- Data entry
- Made copies, sent faxes, and handled all outgoing correspondence.
- Issue certificates of pension and severance.
- Made affiliations of the customers for their withdrawal management.
Correspondence Officer
Accion S.A.S
Colombia, Barranquilla
10.2010 - 09.2011
- Edited letters and written material for correspondence.
- Analyzed data and work orders before sending or completing tasks.
- Wrote letters and updates for customer requests.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Sending and control of correspondence returns.
- Received information from more than 100 customer per day.
- CRM System and Microsoft office.
Education
Technician in Commercial Operations - Technician in Commercial Operations
SENA
Colombia05-2011
High School Diploma -
Technical INSEDICES
Colombia12-2009
Capture And Captivate Your Audience - Capture And Captivate Your Audience
Coursera
Online05-2026
Transform Engagement Into Customers - Transform Engagement Into Customers
Coursera
Online 05-2026
Listening And Engagement On Social Media - Listening And Engagement On Social Media
Cousera
Online06-2026
Skills
- Report preparation
- Complaint resolution
- Good listening skills
- Creative problem solving
- Identification checks
- Cash register systems
- Payment processing
- Order taking
- Customer service-focused
- Cashier experience
- Money order
- Check cashing
- Money transfer and Payouts
- POS Systems
- CRM system
- Customer Relations
- Answering Calls
- answering emails
- Appointment Booking
- Multi-Line Telephone Systems
Timeline
Customer Service Manager
Sunshine Windows Manufacturing, Inc.
09.2023 - Current
Customer Service Representative
Windows Professional Inc.
10.2021 - 09.2023
Customer Service Staff
Publix
09.2019 - 10.2021
Restaurant Supervisor
Ruta 75
10.2013 - 10.2014
Customer Service Assistant
Porvenir S.A
10.2011 - 03.2013
Correspondence Officer
Accion S.A.S
10.2010 - 09.2011
High School Diploma -
Technical INSEDICES
Technician in Commercial Operations - Technician in Commercial Operations
SENA
Capture And Captivate Your Audience - Capture And Captivate Your Audience
Coursera
Transform Engagement Into Customers - Transform Engagement Into Customers
Coursera
Listening And Engagement On Social Media - Listening And Engagement On Social Media
Cousera